Jason Merrill
Westfield,IN
Summary
Seasoned IT professional with 13 years in management and customer service, and 12 years in IT desktop support. Skilled in issue resolution and Service Desk operations. Strong communicator with a proven ability to build relationships and deliver exceptional IT services.
Overview
25
25
years of professional experience
Work History
IT Service Desk Analyst Supervisor
The Heritage Group
07.2021 - 07.2024
- Supported over 2,000 remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams. Authored 50+ new knowledge base articles.
- Delivered comprehensive training sessions for 10+ new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets at 85% first call resolution rate and providing clear communication to end-users.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Assisted in development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining focus on providing excellent customer service.
- Spearheaded software upgrades and hardware replacements for improved system functionality across departments.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
Desktop Support Specialist Tier II
The Heritage Group
08.2016 - 07.2021
- Improved response time to end-user requests by streamlining ticketing system processes and adhering to strict 30-minute response time.
- Optimized company network infrastructure through strategic planning and implementation of upgrades.
- Mentored junior team members in best practices for troubleshooting and customer service, enhancing overall team performance in providing top-notch support services.
- Implemented preventative measures to minimize security risks in desktop environments.
- Maintained detailed documentation on all resolved issues for future reference and knowledge sharing among team members. Authored 50+ KB articles.
- Increased user satisfaction with desktop systems by providing timely, effective support and maintaining 85% first call resolution rate.
- Coordinated with vendors for timely delivery and installation of hardware components, reducing delays in equipment availability.
- Reduced downtime by proactively troubleshooting and resolving IT issues.
- Conducted thorough root cause analysis on recurring technical problems to identify long-term solutions.
- Developed customized training materials for employees, increasing proficiency with various software applications.
Desktop Support Technician
Apex Systems/Dell/St. Vincent's Hospital
02.2014 - 08.2016
- Set up, configured, and troubleshot software/hardware
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Enhanced user productivity, training employees on the use of new applications and system features.
- Played a crucial role in completing large-scale projects on time by providing reliable technical support during all phases of implementation.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
Desktop Support Technician
The AME Group
09.2012 - 02.2014
- Setup and installed new computers.
- Assisted in deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.
- Provided exceptional customer service, resolving high volume of helpdesk tickets within established timeframes.
- Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
- Streamlined IT processes by implementing effective troubleshooting techniques for common problems.
Plumbing Department Manager
Menards
09.1999 - 07.2012
- Enhanced overall company reputation by providing exceptional customer service and consistently completing projects on time and within budget constraints.
- Collaborated closely with other departments to coordinate projects efficiently, ensuring seamless communication between teams.
- Maintained high safety standards, resulting in zero workplace accidents during my tenure as manager.
- Managed budgets and resources effectively, preventing cost overruns while maintaining high-quality service delivery and increasing department sales by at least 5% every year.
- Conducted performance evaluations of staff members, identifying areas for improvement and implementing tailored development plans.
- Improved team productivity with regular training sessions on new techniques and tools.
Education
Certification - Information Technology
PC ProSchools, Inc.
Indianapolis, IN03.2012
AD in Business Administration -
Ivy Tech State College
Bloomington, IN08.1999
Skills
- Incident Management
- ITIL Knowledge
- Escalation management
- Security awareness
- Customer Service
- System monitoring
- Network Troubleshooting
- Ticketing system proficiency
- Organizational Skills
- Excellent Communication
- Remote Support
- Application support
Technicalcertifications
- MTA: Networking Fundamentals, Windows OS Fundamentals, Windows Server Administration Fundamentals
- SDP: Service Desk Professional
- Microsoft Specialist: Windows 7, Configuring
- Microsoft Certified Professional
- ITIL Foundations Certification v4
- LiveClicks: Project Management Essentials-1 Day - Certificate of Completion
Timeline
IT Service Desk Analyst Supervisor
The Heritage Group
07.2021 - 07.2024
Desktop Support Specialist Tier II
The Heritage Group
08.2016 - 07.2021
Desktop Support Technician
Apex Systems/Dell/St. Vincent's Hospital
02.2014 - 08.2016
Desktop Support Technician
The AME Group
09.2012 - 02.2014
Plumbing Department Manager
Menards
09.1999 - 07.2012
Certification - Information Technology
PC ProSchools, Inc.
AD in Business Administration -
Ivy Tech State College
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